Customer Success Manager, commercetools
+ Stock options
More information about location
eCommerce provider
Open for applications
eCommerce provider
501-1000 employees
Open for applications
+ Stock options
More information about location
501-1000 employees
Company mission
The leading composable commerce platform that arms you with the essential tools to evolve, build, and scale at your own pace
Role
Who you are
- Strong leadership and people management skills with 2+ years experience running teams and nurturing talent professionally
- Considerable experience in Customer Success roles and exposure to working with large enterprise clients
- Experience in change management and executing and operationalising transformation projects
- A blend of business and technical knowledge to support different types of customers
- You will be adept in managing smaller teams to achieve common goals
- An ambition to grow your team in their roles and capabilities
- Excellent communication and presentation skills
- Willingness to travel up to 30% of the time
What the job involves
- This person will lead a team of Customer Success Managers who are the link between customers and the most modern commerce products
- As a senior member of the customer success management team, you will work closely with leaders in support, product development, and sales teams to develop proactive and value-focused plans for our customers
- You will be playing a key role in the strategic direction, evolution, and performance of this function at commercetools
- You will lead, develop, and mentor a team of best-in-class CSMs and ensure that they are set up for success and are developing in their roles
- You will provide leadership and set clear performance goals, provide ongoing feedback, and implement coaching strategies to drive team success. As part of this, you will own your team’s success plans, metrics on renewals, up-sell/cross-sell, and time to value
- You will be responsible for the overall health of your portfolio by taking control of your customers and internal data, using this to identify, forecast, and mitigate risks as well as secure expansion proactively
- You will ensure that your team takes a programmatic approach to customer success ensuring that CSMs are strategic, seen as trusted advisors and proactively guide our customers to value and optimize this long-term
- You’ll think strategically, operate with excellence, and strive for continuous improvement working closely with leadership to execute against our CS strategy with a focus on customer value, improving health scores, driving adoption, and maximizing ROI. This will take the form of playbooks, operational process creation, metrics definition, enablement plans, etc
- You will support your CSM, Renewal reps, and Sales colleagues in the contract renewal process identifying and nurturing expansion opportunities
- You will build trusted advisor relationships at senior levels in your team’s key accounts, helping to ensure retention, uncover opportunities for growth and constantly identifying opportunities to further drive value
- You will act as a point of escalation internally and externally should any challenges arise and see those through to a successful resolution
Our take
eCommerce software simplifies complex processes and helps companies effectively manage their inventory, calculate taxes and perform other business-related functions. While companies like Shopify have addressed the needs of smaller retailers, Commercetools has built its business around catering to enterprises' specific needs and large investment budgets.
The company provides APIs that can be used to build customized payment, check-out, social commerce, marketplace and other services. It powers billions of sales annually for its customers, which have included Audi, AT&T, Danone, Tiffany & Co., and John Lewis.
In 2021, Commercetools acquired the frontend platform, Frontastic, to build a broader portfolio of commerce technology services. In 2023, Commercetools scaled the availability of its tools in mainland China, marking the first cloud-native commerce solution to ever expand into the country, a significant expansion seeing as the nation is the largest single eCommerce market worldwide.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
40% female employees
16% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2021
$140m
SERIES C
Oct 2019
$135.2m
LATE VC
Total funding: $293m
Company benefits
- 100% covered premiums for medical, dental, and vision insurance for you, dependents, and spouse/partner
- Generous time off package including PTO, parental leave, company holidays, sick time, and volunteer time off
- Monthly health membership and phone stipend
- Compensation benefits including 401K company match and an annual professional development stipend
- Flexible, family-friendly working hours - we are a remote first company
Company values
- Cultivate Belonging: We welcome diverse backgrounds and experiences, driving positive change through inclusion and teamwork
- Champion Customers: We go the extra mile for our customers to help them unlock their full potential
- Adapt Boldly: We’re curious and innovative, we take risks and grow from our failures
- Drive Results: We think big, work smart, and execute fast to transform the future of commerce
Company HQ
Schwabing-West, Munich, Germany
Articles
Leadership
Dirk Hoerig
(CEO)Previously co-founded and served as Managing Director for Xoanon. Sits in the Board of Directors as Executive Chairman for commercetools, Inc.
Denis Werner
(COO)Previously acted as a Working Student for Management Consulting Group and as a Diploma Student for Oracle. Was one of the founders of Xoanon.
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